Development Response Deep Dive
What is Development response?
Development Response is a people-centred approach focused on minimising the negative impacts of change on people nearby. Its core objective is to anticipate and address these impacts before they occur.
Rather than being a prescribed set of actions, development response is an adaptive process where approaches are modified and different tools applied to improve the experience for those affected.
The adverse impacts of council-driven change on those most affected are considered by some as unavoidable in pursuit of a greater public good. In addition to the social and economic impacts, this can also result in anger, frustration, resentment, and low trust in Council, especially among those who bear the disproportionate burden of change. By taking a development response approach which supports people through change, we’ll demonstrate that we understand the effects we’re having on people and take meaningful actions which ease the burden on those impacted, so that communities embrace change or disruption because they understand why we do what we do, trust that the benefits will be worth it, and that we’re working in ways that have their interests in mind.
What makes the most difference?
Taking a Development Response approach means that we’re supporting people through changes by addressing both what’s visible and by doing the work behind the scenes that makes the biggest difference.
The most visible aspects of caring for our project neighbours are often things like communications and engagement, activation and placemaking, and business support programmes. But the actions we take behind the scenes are often the things that have the greatest positive impact on how people experience the work we do.
The iceberg model has been developed based on what our customers tell us makes the most difference to them - it identifies and prioritises the things that can have a fundamental influence on the success of a project but are often hidden from view.
When to use Development Response?
Every project has impacts.
Development response can be employed on a project of any scale; the approach can be comprehensive or light-touch.
All major changes and construction projects need a plan to support people through the transition or disruption and can leverage a suite of tools and approaches to improve the lives of impacted communities.
While especially important for big, complex projects that take place over a long time it’s also useful for smaller ones. Even seemingly simple works can benefit from a quick check-in; understanding the needs of neighbours early on gives you a chance to anticipate impacts, make good plans and avoid difficulties.
Thinking differently the Development Response way
Development Response is a mindset, not a milestone
Instead of being just a checklist of tasks, development response is a way of thinking.
Look how far we've come with Health and Safety - it has evolved from a set of rules into a core mindset embedded into how we plan, design, and deliver projects. The construction sector has moved from reacting to incidents to preventing them through systems and culture, by making it second nature for all.
Development Response should be approached in the same way, prompting questions at every stage: "Who is impacted by our work? How can we get to know them and their needs? What can we do to take care of their needs while getting our work done?"
By taking meaningful actions which ease the burden on those impacted, communities will embrace change because they understand why we do what we do, trust that the benefits will be worth it, and that we're working in ways that have their interests in mind.
Development Response is being informed and proactive
Successful development response starts with a strong understanding of the context of the project - the place, the people, their needs and operations - and anticipating how they might be impacted.
Project teams that take time at the beginning can make more informed design, planning and construction choices that align with the community and can identify sympathetic methodologies and implementation plans. These are often outlined in a construction disruption mitigation management plan.
It's important that a mitigation plan isn't set in stone. By regularly checking in with affected neighbours, embedding customer perspectives into project management teams and approaches, and regularly reviewing our ways of working, we can evolve and adapt to make sure we're meeting the needs of the neighbourhood over time and as the different project phases progress.
Development Response is not just stakeholder management
While stakeholder management is a component of development response, alone it may not achieve the best outcomes for everyone involved.
The key to a holistic Development Response approach is empathy. Meeting people where they are, genuinely understanding their needs and advocating for them throughout the lifecycle of a project offers advantages that not only benefit the project but may have lasting effects beyond the scope and timeframe of the work.
The difference is in the two-way nature of stakeholder advocacy which provides an open door for affected parties to communicate back to the team, and sets stakeholder managers up for success if concerns are considered transparently.
Development Response is collaborative
Development response works best when everyone gets involved because each person has a unique function and perspective that helps shape the outcome.
Participants in DR include project leads, site managers, Council advisors, activation specialists, stakeholder managers, community representatives, business owners, and residents.
With so many moving parts, clear communication and a willingness to try new things are essential for building trust, solving challenges together, and creating results that truly reflect the needs of the people and place.
Development Response supports successful project management
Development response isn’t only about making things easier for neighbours - it's great for project outcomes too.
Projects with less reactive stakeholder management, fewer complaints or fires to fight and less unexpected pivots are more likely to be delivered on time and on budget.
Genuine efforts to build trust and confidence grow support for your work, build social license for future projects and changes, and improve the reputation of the Auckland Council whānau.
Development Response is essential
Development Response is not just a nice-to-have; it is a strategic necessity.
NZIER's Insight report "Where do the costs and benefits of infrastructure projects fall?" calls for the short-term disruption impacts on local businesses and communities to be incorporated into infrastructure decision-making to achieve far-reaching benefits.
This provides a clear rationale for mitigating the negative impacts on businesses and communities, supporting them and involving them early.
Embedding Development Response into projects
Need advice, help or troubleshooting?
Have some ideas, lessons learned or success stories?
Get in touch: citycentre@aucklandcouncil.govt.nz.
Delivering Development Response
This online toolkit is a collection of tools, tips and templates to support you to identify what approaches might be relevant to your project and the context in which it's being delivered.